Call Routing

Increase conversions by routing callers to the most appropriate operator

It’s imperative that callers inspired by your marketing initiatives are transferred seamlessly to the most appropriate call centre operator. A single advertised call tracking number can be routed to a variety of termination points depending on your business requirements and those of the caller. Sophisticated call routing tailored to your needs will improve customer service, increase conversions and decrease missed calls.

Traditionally call routing has been the domain of an IVR. You may recognise IVR menuing as a voice prompt that says, “press one for sales, press two for accounts, press three technical support,” and so on. The advantage of using Delacon’s IVR solution is that you can modify your IVR configuration with our easy-to-use interface and change the audio files as required.

However with the inclusion of call tracking data, you could use this information to route the callers as deemed appropriate. This has the potential to increase the chance for converting the lead to a customer. For example, by using the keywords for each call, you could divert each lead to a specific operator or department that’s trained in that particular concept. For example, cheap product enquiries could go to a team devoted to deal hunters while quality product enquiries could go to a high end team.

Businesses with multiple stores can splay calls between their locations, depending on the volume of calls each can handle. On the other hand, time of day routing can direct calls to different teams depending on when the prospect calls.

You can easily configure and manage your specific call routing requirements through Delacon’s reporting tool. This means that you can make changes with immediate effect.

Multi-level IVR

Delacon now offers multi-level call routing within our IVR. This feature allows you to have a second or even third level of menu options under your primary IVR options.

For example, your primary menu prompt options might be “Press 1 for Sales, Press 2 for Accounts or Press 3 for Technical Support” etc. If a caller selects option 1, rather than just connecting them to the sales team, a second set of options may be played such as “Press 1 for business sales, Press 2 for non-business sales”.

This second level IVR allows you to further qualify your callers and better route them to the most appropriate person or team in your business, hopefully improving the quality of the call and resulting in improved sales or quicker billing or support queries.

Out of Office IVR

No business wants to miss calls from their customers or potential customers, even when the call is made outside of a businesses operating hours.

An Out of Hours IVR can make sure no call is missed by diverting all calls made outside of a specific time period. You simply select the days your business operates and the operating hours and any call received outside of those set times will be diverted.

Calls could be diverted to:

A specific voice message detailing that the office is closed and instructing the caller to leave a message.

Another office or business location that is still open.

An after hour’s message service which takes the caller’s details and passes them onto the business to follow up.

A staff member’s mobile phone.

All these options are easily configurable within the Delacon Portal.

If you would like any of these options set up, please contact your account manager or our sales team.